Virgin Media - account hacked, now contract issues
Discussion
Good evening all,
Quite a long story, so please bear with me.
I tried logging on to my online Virgin Media account yesterday to watch something ‘on the go’ but it wouldn’t let me in. I tried the ‘Forgotten your password’ link, but didn’t receive any email to reset it. I then found another option to be reminded of your username/email by putting in your account number and postcode etc. I did this and it came up with an email address I have never heard of. At this point, alarm bells started ringing so I called up Virgin…
After speaking to 3 different customer service agents, I finally got through to one who was able to help. They managed to reset my email address back to my own one, and therefore regain my access to my account.
In between the various phone calls, I checked my bank statements and noticed that my direct debit has increased for the last 3 months. I signed up to a new ‘deal’ and 18 month contract in November 2023 and this costs me around £90 a month. The last three monthly payments have been £160, £130 and £130.
After resetting my account, I went through the account details with the customer service agent and here is what happened:
- the last email I received from Virgin Media to my own email address was 18th June 2024.
- 22nd June 2024 a new deal/contract was taken out including Sky Cinema, Sky Sports HD and Netflix, 18 month contract, costing £160 a month for the first month and £130 moving forward. This was not me - this new contract was taken out by whoever took over my account.
- I didn’t notice until yesterday.
Glad that we had got to the bottom of it, I thought that it would be a simple case of them refunding me the additional payments due to this fraud and reverting me back to my old deal. Noting that I do not want Sky Cinema etc. and I already pay for Netflix separately.
However I am told this is not possible. Regarding the additional charges compared to what I was paying, I have to raise a complaint to apply for these to be refunded. But for the deal/contract/package issue it is not that simple. Apparently there is no way for them to revert me to the package I was on prior to the fraud. Deals change very regularly and I can only move onto a current deal. The only option is for me to sign up to another new deal/contract - but the customer service agent said there is absolutely nothing close to the price I was paying prior to the fraud, and this price was previously locked in until May 2025.
I was in a hurry yesterday as I was on my way out, so I have arranged a call back tomorrow evening to pick this up again - so looking for any m advice as to how I should play this/what I can request please.
I also noted to them that I have been with Virgin Media for over 10 years, and have never changed my email address or phone number during this time. They did not try to contact me on my original email or phone to confirm this new package.
TLDR: somebody fraudulently upgraded my Virgin package, can’t now get out of new deal even though I never agreed to it. Help!
Thanks if you’ve made it this far!
Quite a long story, so please bear with me.
I tried logging on to my online Virgin Media account yesterday to watch something ‘on the go’ but it wouldn’t let me in. I tried the ‘Forgotten your password’ link, but didn’t receive any email to reset it. I then found another option to be reminded of your username/email by putting in your account number and postcode etc. I did this and it came up with an email address I have never heard of. At this point, alarm bells started ringing so I called up Virgin…
After speaking to 3 different customer service agents, I finally got through to one who was able to help. They managed to reset my email address back to my own one, and therefore regain my access to my account.
In between the various phone calls, I checked my bank statements and noticed that my direct debit has increased for the last 3 months. I signed up to a new ‘deal’ and 18 month contract in November 2023 and this costs me around £90 a month. The last three monthly payments have been £160, £130 and £130.
After resetting my account, I went through the account details with the customer service agent and here is what happened:
- the last email I received from Virgin Media to my own email address was 18th June 2024.
- 22nd June 2024 a new deal/contract was taken out including Sky Cinema, Sky Sports HD and Netflix, 18 month contract, costing £160 a month for the first month and £130 moving forward. This was not me - this new contract was taken out by whoever took over my account.
- I didn’t notice until yesterday.
Glad that we had got to the bottom of it, I thought that it would be a simple case of them refunding me the additional payments due to this fraud and reverting me back to my old deal. Noting that I do not want Sky Cinema etc. and I already pay for Netflix separately.
However I am told this is not possible. Regarding the additional charges compared to what I was paying, I have to raise a complaint to apply for these to be refunded. But for the deal/contract/package issue it is not that simple. Apparently there is no way for them to revert me to the package I was on prior to the fraud. Deals change very regularly and I can only move onto a current deal. The only option is for me to sign up to another new deal/contract - but the customer service agent said there is absolutely nothing close to the price I was paying prior to the fraud, and this price was previously locked in until May 2025.
I was in a hurry yesterday as I was on my way out, so I have arranged a call back tomorrow evening to pick this up again - so looking for any m advice as to how I should play this/what I can request please.
I also noted to them that I have been with Virgin Media for over 10 years, and have never changed my email address or phone number during this time. They did not try to contact me on my original email or phone to confirm this new package.
TLDR: somebody fraudulently upgraded my Virgin package, can’t now get out of new deal even though I never agreed to it. Help!
Thanks if you’ve made it this far!
AB said:
I think if you persevere they'll sort it out, I can't see how that wouldn't be the case. You just need to speak to the right person.
Could also ask for the IP's the new credentials were used from - likely a VPN, but could be used to demonstrate that they were not IP's used before.Most services now send an email confirming a log in on a new device/from a new location, so if they didn't do this, or confirm the credentials change to the old email then their systems are lacking and they should refund and revert to the old contract. If their system can't do this then push for the refund/cancellation of contract commitment due to fraud and go somewhere else.
Might be worth copying in some of the newspaper consumer champions.
Also, OP, make sure you don't use the same passwords across different services (if you don't already).
Good luck
I would keep pushing until you find someone interested, and pointing out quite clearly that if they don't refund you and put you back into the position you were in pre-fraud, you'll:-
- go through the small claims court for your losses
- go to someone else immediately, and they'll have lost the loyalty of a 10-year customer.
Given what I read about their customer service, they may not care about either. But if there's a few hundred quid involved and potential loss of stuff that matters to you, it's worth fighting.
- go through the small claims court for your losses
- go to someone else immediately, and they'll have lost the loyalty of a 10-year customer.
Given what I read about their customer service, they may not care about either. But if there's a few hundred quid involved and potential loss of stuff that matters to you, it's worth fighting.
saladdays said:
Sounds like an inside job. I'd ask who received commission for the upgrade.
I assume there's online streaming or something, and the account was used/resold to somebody outside the UK, or used by one of those illegal streaming services. Possibly the OP used a password on the account which was used on another service which was then hacked and the password was then tried on other higher-value accounts.It makes me wonder if either my email account was compromised or an inside job.
In trying to fix the issue yesterday, one option Virgin suggested was to log into the account with the email that had been used (they told me the full details of it) and a password they had told me (they reset the password their end) and try to change the email back. It wouldn’t let me do this without entering a verification code that they had sent to the existing email. There are no such emails in my own inbox which suggests it was either changed internally by Virgin or they had access to my inbox and deleted the messages before I could see them.
In trying to fix the issue yesterday, one option Virgin suggested was to log into the account with the email that had been used (they told me the full details of it) and a password they had told me (they reset the password their end) and try to change the email back. It wouldn’t let me do this without entering a verification code that they had sent to the existing email. There are no such emails in my own inbox which suggests it was either changed internally by Virgin or they had access to my inbox and deleted the messages before I could see them.
Car Obsessed said:
It makes me wonder if either my email account was compromised or an inside job.
In trying to fix the issue yesterday, one option Virgin suggested was to log into the account with the email that had been used (they told me the full details of it) and a password they had told me (they reset the password their end) and try to change the email back. It wouldn’t let me do this without entering a verification code that they had sent to the existing email. There are no such emails in my own inbox which suggests it was either changed internally by Virgin or they had access to my inbox and deleted the messages before I could see them.
Interesting In trying to fix the issue yesterday, one option Virgin suggested was to log into the account with the email that had been used (they told me the full details of it) and a password they had told me (they reset the password their end) and try to change the email back. It wouldn’t let me do this without entering a verification code that they had sent to the existing email. There are no such emails in my own inbox which suggests it was either changed internally by Virgin or they had access to my inbox and deleted the messages before I could see them.
havoc said:
I would keep pushing until you find someone interested, and pointing out quite clearly that if they don't refund you and put you back into the position you were in pre-fraud, you'll:-
- go through the small claims court for your losses
- go to someone else immediately, and they'll have lost the loyalty of a 10-year customer.
Given what I read about their customer service, they may not care about either. But if there's a few hundred quid involved and potential loss of stuff that matters to you, it's worth fighting.
He could get the money back instantly by just using the direct debit guarantee - although Virgin could challenge that.- go through the small claims court for your losses
- go to someone else immediately, and they'll have lost the loyalty of a 10-year customer.
Given what I read about their customer service, they may not care about either. But if there's a few hundred quid involved and potential loss of stuff that matters to you, it's worth fighting.
I bet they’ll say he can’t cancel as he’s in a new contract!
Blimey, even BT cheerfully credited me with the difference in one hit when they couldn’t put me on the contract agreed and the new one was dearer.
[quote=Car Obsessed]
However I am told this is not possible. Regarding the additional charges compared to what I was paying, I have to raise a complaint to apply for these to be refunded. But for the deal/contract/package issue it is not that simple. Apparently there is no way for them to revert me to the package I was on prior to the fraud. Deals change very regularly and I can only move onto a current deal. The only option is for me to sign up to another new deal/contract - but the customer service agent said there is absolutely nothing close to the price I was paying prior to the fraud, and this price was previously locked in until May 2025.
/quote]
Of course it is possible to resolve. They can choose the nearest package to what you had but greater than or equal to it and discount it to your contractual price (until May 2025)
However I am told this is not possible. Regarding the additional charges compared to what I was paying, I have to raise a complaint to apply for these to be refunded. But for the deal/contract/package issue it is not that simple. Apparently there is no way for them to revert me to the package I was on prior to the fraud. Deals change very regularly and I can only move onto a current deal. The only option is for me to sign up to another new deal/contract - but the customer service agent said there is absolutely nothing close to the price I was paying prior to the fraud, and this price was previously locked in until May 2025.
/quote]
Of course it is possible to resolve. They can choose the nearest package to what you had but greater than or equal to it and discount it to your contractual price (until May 2025)
BertBert said:
Car Obsessed said:
However I am told this is not possible. Regarding the additional charges compared to what I was paying, I have to raise a complaint to apply for these to be refunded. But for the deal/contract/package issue it is not that simple. Apparently there is no way for them to revert me to the package I was on prior to the fraud. Deals change very regularly and I can only move onto a current deal. The only option is for me to sign up to another new deal/contract - but the customer service agent said there is absolutely nothing close to the price I was paying prior to the fraud, and this price was previously locked in until May 2025.
/quote]
Of course it is possible to resolve. They can choose the nearest package to what you had but greater than or equal to it and discount it to your contractual price (until May 2025)
And this is where we’ve nearly got to after two hours on the phone tonight!/quote]
Of course it is possible to resolve. They can choose the nearest package to what you had but greater than or equal to it and discount it to your contractual price (until May 2025)
They’ve managed to credit my account with the additional payments I have made compared to what I should have paid - but even the ‘retention’ team weren’t able to get the necessary approval for a discount to bring the current price down to where it was pre-fraud. I’m awaiting a call back tomorrow evening after a more senior manager has reviewed the case….
Best of luck OP. In my experience, Virgin had the worst customer service I have ever had the misfortune to experience. It was as if they had just given a phone to a few people in a pub, without explanation.
I remember calling to be greeted with 'yeah' or 'Hello?' quite a few times, they didn't even seem to understand any of the processes, I did wonder if they actually had any. It was fascinating how bad the setup was for such a big company. Cant believe they are actually still in business.
Hope you get it sorted, does sound like a inside job, could easily be somebody after a bit of commission as others have said.
I remember calling to be greeted with 'yeah' or 'Hello?' quite a few times, they didn't even seem to understand any of the processes, I did wonder if they actually had any. It was fascinating how bad the setup was for such a big company. Cant believe they are actually still in business.
Hope you get it sorted, does sound like a inside job, could easily be somebody after a bit of commission as others have said.
I've always found VM customer service to be decent, though I'm not with them any more. If you get bottom rung employees, they tend to stick to scripts. I've had to phone them up about 15 times over the course of a few hours because my Internet connection would drop every 10 minutes. I used that 10 minutes of Internet to find the CEO's email and contact them. I wrote a professional but firm email about 8pm one night. A lady called me not an hour later to have a chat with me (I wasn't even the policy holder). I briefly recapped the bits and pieces of the problem and she had an engineer with me the following morning. Sad that it came to that but it seems the higher ups can get stuff done if they need to.
You can always complain and take it to the Comms Ombudsman following that if you feel they haven't resolved your situation fairly or satisfactorily.
You can always complain and take it to the Comms Ombudsman following that if you feel they haven't resolved your situation fairly or satisfactorily.
Car Obsessed said:
It wouldn’t let me do this without entering a verification code that they had sent to the existing email. There are no such emails in my own inbox which suggests it was either changed internally by Virgin or they had access to my inbox and deleted the messages before I could see them.
I had exactly this with Netflix a couple years back - the hacker - I believe was based in the Philippines based on the language settings and films they were trying to download - had access to my email account as well. I was lucky as I had just logged in to my email and saw a couple of emails from Netflix and as I went to view them they were deleted. Literally just disappeared from the screen as I was looking at it. The hacker permanently deleted just those whilst leaving other stuff in the deleted items folder.
They'd reset my Netflix account to another email and in effect I was locked out, thankfully I was able to use the chat service with Netflix and they resolved it within 20 minutes. They also enabled my to retain my watch lists etc but they did show what the hacker had tried to download.
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